2022-11-28 09:08:53

What is Co-Browsing?

Introduction

Co-browsing is also called collaborative browsing which allows the Helpdesk agents to collaborate with the browser of a taxpayer in real-time, just at the click of a button. Agents can view and securely co-navigate the browser screen of the taxpayer and guide them interactively to deliver real-time and personalized support.

During a Co-Browsing Session

The helpdesk agent obtains an accurate visual representation of the browser screen of the Taxpayer.
Agents can also explain the taxpayer view of the screen, help to fill out Income Tax Return forms, change settings, complete transactions, find help, reference materials, and other statutory forms for taxpayers, and even upload all the documents.
Agents can assist the taxpayers to steer, scroll, typing text, and highlight the area of interest on the same browser in real-time.
Co-browsing is simple to use and can be easily combined with live chat, and phone to resolve the customer issue faster.

Co-Browsing authorized the agent to view other data

Co-browsing does not allow the agent to see other data on the desktop or computer of the taxpayer. Also, before the agents can start the co-browsing session, the Taxpayer must approve the request. If they wish to terminate the discussion then Taxpayer can also end the co-browsing session at any time.

Start Co-Browsing session from the Helpdesk agent

The Agent will receive a call & CRM pop-up ahead of the Agent.
The Agent will talk to the taxpayer and guide the taxpayer on where to locate the co-browse button on the income tax portal or website.
Taxpayer to generate PIN and allot with Agent.
Agent to click on the CB button on CRM which will take him to co-browse URL.
Agent to enter the PIN that the taxpayer shares in the screen displayed to Agent and click on the button to start the session.
After that Agent’s, the co-browse session will start & Agent can guide the taxpayer.
After the Taxpayer obtains the answers then he or she can click on the button STOP anytime. Once the session has ended then the Agent will no longer see the browser the Taxpayer.

Co-Browsing Works

When the taxpayer starts a session then the browser sends a request to the Co-Browser proxy.

The request is modified in a way then that it looks as if the original request came from corbrowse.incometax.gov.in.
This request is sent to the original site that the leader desire to co-browse.
The website sends back the response to the proxy of the Co-Browser.
The Proxy of the Co-Browser modifies the data so that it can be loaded into an iframe that rests on the top of the original page.
Both the leader and the follower now connect with the website as it is loaded within the iframe. From this point, there is only communication between the user’s browsers and the Co-Browser proxy, and the requests don’t continuously have to be sent to the original website anymore.

Advantages of using Co-Browsing

Many advantages of using of Co-Browser are as follows:

Co-browsing solution needs no installations
seamless navigation, reduce average handling time and improve resolution rates
Highlight and explicate the important points
Easy to use with easy integration, hence increased satisfaction of the customer

Difference between Co-Browser and Screen-sharing

There are many differences but some are given below:

Sr. No.	Co-Browser	Screen-Sharing
1.	Co-browsing is a more convenient form of visual engagement as it doesn’t need anyone to download any software. Agents can quickly connect to the browsers of the taxpayers with the Press of a button.	Before they can share their screen, the agent and Taxpayer should install a 3rd party application like Zoom or Google Meet.
2.	It provides a much more private and secure experience for the Taxpayer as the agent can only view the active window of the Taxpayer’s browser.	Service reps can see the entire desktop of the client or any notifications that may pop up.
3.	The agent can execute specific actions on the client’s browser, helping the Taxpayers by quickly resolving their queries.	Agents can’t do any actions on the screen of the taxpayer and only gives oral instructions during a screen-sharing session.
4.	Most co-browsing software comes with a feature called data masking that hides the confidential data of taxpayers during a co-browsing session.	It doesn’t provide data masking, allowing agents to see everything displayed on the screen of the taxpayer.

Conclusion

It concluded that Co-browsing allows the Helpdesk agents to collaborate with the browser of a taxpayer in real-time, just at the click of a button. Agents can view and securely co-navigate the browser screen of the taxpayer and guide them interactively to deliver real-time and personalized support. It does not allow the agent to see other data on the desktop or computer of the taxpayer. Also, before the agents can start the co-browsing session, the Taxpayer must approve the request. If they wish to terminate the discussion then Taxpayer can also end the co-browsing session at any time.